Avaya UC Solutions Enhance Guest Experiences At Leonia

Avaya GlobalConnect, an Indian business communications solutions provider, has offered the Avaya Unified Communication solution to Leonia, a resort located in Hyderabad. The Avaya Communication Manager has been able to provide guests a rich experience during their stay at the resort.

The Avaya IP and Mobility solution offered to Leonia is one of the first installations of this solution across Asia Pacific. It offers 100 percent IP connectivity to Leonia’s distributed office locations. Employees are having seamless connectivity of voice across the campus, city, state and country. Guests can now logically carry the Avaya One-X mobile device across the resort, which is spread across several hundred acres of land.

Avaya’s Unified Communication solution has given the resort a host of other benefits like centralised help desk, special guest functionalities, XML Application to phone for restaurant services, weather check, route map, weekend event organiser, 64 party conference bride, SIP server for soft phones, click to call and SKYPE integration (under progress) for all guests and employees. Every guest can reach the call centre with one touch and place any request, which is now processed with better turnaround time. There is also an increase in efficiency and productivity of employees as the solution is user friendly and reliable.

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Leonia required a system, which could help meet the demands and expectations of its guests and employees. At the same time, they wanted a system that could offer enterprise class features to their back office, process automation for staff to help with their business processes, other communication dependencies and minimum turnaround time to attend to guest requests. Overall, they were looking for a solution that could deliver reliability and scalability and enhance guest experiences. Avaya’s solutions met all expectations of Leonia.

“We offered Leonia an all IP Unified Communication solution with approximately 2,500 IP phones and enabled with hospitality capabilities for a better guest experience. This Unified Communication platform will provide seamless connectivity to Leonia’s staff thereby enabling faster decision making by making the right information available at the right time. The aim was to enable a guest experience, which can be a business differentiator for Leonia. We are happy to know that the holistic resort is experiencing better business results with our solution”, said Samir Sayed, director-Sales, Avaya GlobalConnect.

Leonia adopted the Avaya Communication Manager 4.0 communication system, which is designed to offer 99.99 percent reliability. The phone equipment selected (Avaya One-X desktop edition 9640) works on wideband technology to render the voice of the called party as near as possible to natural speech, while offering all the hospitality features as well. A branch solution has also been deployed at Leonia’s corporate office, which is located elsewhere in the city. This keeps the corporate office connected to the resort.

Application integration with the prevailing telephony system is in the pipeline, following which guests will be able to view the weather report and various locations across the resort on the screen of the phone. This will also allow the development of interactive applications to facilitate taxi booking, viewing of the city map and receipt of news updates on the phone screen itself.

“The user-friendly UC solutions have brought an operational effectiveness. In a business like ours, customer responsiveness is of paramount importance. We have implemented the Call Centre solution to accept guest requests and process the same in respective departments. It has helped us to cut down the service request processing time majorly and in turn, to keep our guests happy”, said Chakravarthi Raju, CMD, Leonia Holistic Resorts.